Gerry Scullion delivered a 45-minute keynote at the Journey Ops Conference in Stockholm, sharing real case studies from Humana Design's work with organisations on service design, journey management and innovation.
The context The Journey Ops Conference brings together professionals working at the intersection of service design, journey management and operational delivery. Held in Stockholm, Sweden, the 2025 event gathered people from across service design and innovation functions who are focused on making journeys work in practice — not just mapping them, but operating them. The audience wanted practical inspiration: real examples of how service design and journey management are being applied in organisations, and what lessons can be transferred into their own work. What we did Gerry Scullion delivered a 45 minute keynote at the Journey Ops Conference in Stockholm, sharing case studies from Humana Design's work with organisations across sectors and geographies. The keynote covered: 1. Real service design case studies. Concrete examples from Humana Design's engagements, showing how service design approaches have been applied to complex organisational challenges. 2. Journey management in practice. How journey maps, service blueprints and stakeholder maps move from workshop artefacts into living tools that shape ongoing operations and decision making. 3. Lessons from the field. Patterns and rec
Humana Design — service design and design research consultancy, Dublin, Ireland.